Service Manager - Newt Global

Timestamp: 2015-10-28

An experienced IT professional with more than 22 years of diverse yet progressive experience in developing and managing information technology to support strategic and operational business requirements. In addition, a dynamic self-starter and proven leader who works well in a team environment as well as independently. Always willing to take on additional responsibilities and challenges, and successful at adapting to changing business requirements and exceeding expectations.

Service Operations Manager

Start Date: 2014-12-01

Responsibilities As a subcontractor supporting Accenture, my duties include the following: • Providing day-to-day operations support and coordination to the various functional technical teams (storage, network, database, UNIX and windows) and report status of tasks to the Infrastructure Manager. • Identifying and resolving operational issues in a complex IT environment when multiple groups are involved. • Reviewing the various teams’ approach to change and configuration management • Reviewing changes coming to the TCCB and verifying that all teams have tested and are prepared to make the appropriate changes being described • Performing incident management for operational issues within data center infrastructure • Developing and maintaining operational processes in support of 24/7 operations • Facilitating and documenting Root Cause Analysis (RCA) for complex problems • Managing ticket queues to ensure operational issues are addressed and documented.

Project Manager

Start Date: 2007-12-01End Date: 2013-02-01

28Dec07-05Feb13 As the Project Manager assigned to the IT/IS Special Projects Organization, I was directly responsible for overseeing the requirements management, systems engineering, and implementation of projects on the Direct Implementation CLIN (DI CLIN). This agile CLIN supported more than 300 high visibility projects annually.

Duties and qualifications, identifying both essential and marginal duties: * This support entailed the processing, management, prioritization, coordination, assessment, engineering and implementation activities to satisfy Infrastructure Requirements specified within E-Quests, ECPs or RFCs. * Ensured that the customer requirements were technically feasible with the enterprise * Ensured that the projects were engineered based on the overarching customer requirements. * Ensured that project schedules were based on government prioritization, outage board approvals, and resource availability. * Established WBS code structure to support the DI CLIN PMO, and each individual project associated with the CLIN * Instrumental in assigning each person a WBS code for the work they provided to each of the projects supporting the DI CLIN. * Ensured that each WBS code was closed out in a timely manner once each project was implemented successfully. * Reviewed EVM on the entire CLIN with my program controller on a monthly basis to ensure that it was in line with the overall projected budget. I * I also work support the evolution and refinement of the NGA/T (and IT/IS) Requirements Management processes. * Created a process for adding new requirements to the IT/IS requirements list (Option Year baseline). * Engaged IT/IS stakeholders to ensure work performed by the contract is captured in the requirements database. * Brought the business services impacts and technical impacts of requirements together to provide a holistic view of the contract's requirements. * Develop a mapping of requirements to staffing levels, functions, organizations, supported production systems, and Service Level Agreements (SLAs). * Utilize the requirements database to analyze how contract mods and changes to budget, staffing levels/levels of effort, or SLAs affect the other variables. * Provide analysis to determine the impacts of budget changes on the contract's ability to fulfill requirements and meet Service Level Agreements (SLAs). * Perform administrative functions including but not limited to timekeeping, performance reviews, and interviewing candidates for position vacancies. * Collaborate with the Engineering and Development contractors (EE and GeoScout respectively) and IT/IS internal functions to ensure that all appropriate requirements are identified, documented, and presented to the appropriate review/management boards. * Perform requirements validation and assessment support to the Infrastructure Working Group (IWG). * Analyzing and defining Infrastructure requirements. * Requirements analysis for ad hoc requirements submitted via NGA Non-Std. Change Requests (CRs). * Requirements engineering to support the up-front definition of Infrastructure (and O&S) requirements and subsequent documentation in ISP requirements specifications. * System Engineering support in the analysis of requirements to determine: a) current NSG capabilities that will directly support the request(s), and b) new NSG capabilities that will need to be developed to support the request. * Systems Engineering support in the subsequent evaluation of Requirements within IT/IS to develop solution approaches and project plans. * Systems Engineering support in the development of ECPs in response to approved Infrastructure requirements. * Systems Engineering oversight for IT/IS Project requirements analysis and design definition activities. * Systems Engineering support in the coordination of Changes to the operational baseline to be approved and evaluated by NGA Configuration Management Boards (CMBs). * Direct engineering support in the review and assessment of infrastructure (e.g., network) designs and implementation plans to support approved infrastructure requirements. * Systems engineering support in the monitoring and analysis of system capacity and performance * Diagnosing and resolving problems * Performing configuration management and risk assessment activities * Defining and maintaining architecture and infrastructure specifications * Support the development of cost and budget analyses for satisfying new NSG Infrastructure requirements. * Mentors less experienced team members * Ability to perform tasks in a timely and accurate manner * Ability to function well in a rapidly changing environment with little or no direct supervision * Proficiency in oral and written communications

Service Manager

Start Date: 2014-01-01End Date: 2015-01-01

As a contingent contactor supporting Verizon/Terremark my duties include: • Working with one or more strategic clients operating large, highly secure corporate or e-commerce systems comprised of Unix-, Linux-, and Windows-based servers, complex networks, and dedicated and shared databases; • Serve as an onsite primary point of contact for resolution of operational issues, and consult with clients on tactical and operational challenges with their systems; • Collaborate with the Service Management team, Operations, Incident Management, and Change Management personnel throughout the client delivery lifecycle; • Establish and maintain long-term relationships with the clients and advocate on behalf of, and represent, the client operational interests to all Terremark teams • Embrace client technical objectives, develop action plans to implement the same, and execute on those plans and/or engage other internal technical SMEs for more complex activities • Evaluate incoming projects for operational impact to the client system, Responsible for overall accountability for client satisfaction and operational stability for the client environment Coordinating Change Management activities with the Service Managers • Act as the onsite contact for complex Change Requests • Submitting and/or escalating Service Requests • Submitting and/or escalating Problem Tickets • Leading or participating in outage/crisis situations by collaborating with operational resources (GSS, Client Engineers, etc.) and the client team to ensure critical business processes are returned to service • Drive follow-up to determine larger root causes leveraging the larger Terremark organization Service Managers are responsible for attending daily, weekly, and/or monthly meetings, • Organize, implement, and report status of ongoing operational improvements to the existing infrastructure

Senior Systems Engineer

Start Date: 2004-06-01End Date: 2007-12-01

24Jun04-21Dec07 As the sole CR/EO/AO Coordinator - Responsible for the technical management and daily maintenance of GeoScout Block 1 and Block 2 requests to the government for primarily non-standard hardware and software Change Requests (CR's), Engineering Orders (EO's), and Authorized Outages (AO's) using Remedy. Working closely with CRMs, Release Managers, NW Engineers, Hardware Deployment Team, Configuration Management Team, as well IT/IS and other NGA "A", "E", and "P" government personnel in the delivery of new capabilities to the customer. Additional responsibilities include: Reviewing and evaluating infrastructure changes; writing and reviewing Engineering Orders; coordinating TEMs; and training others on the CR/EO/AO process. Assistant Deployment CAM - Responsible for keeping the deployment team on schedule and within budget. Ensure that budgets have been allocated to all upcoming deployment activities to include those activities driven by the CR/EO/AO process. Make weekly Artemis entries that we are within our critical path windows.

Tier III Helpdesk Support/Change Notice Coordinator/Database Administrator for the GeoScout program--Duty involved being on-call 24/7 to receive priority 1 or 2 software and/or hardware problem calls that could not be resolved at the Tier II level. Once the call was received, I immediately dispatch the appropriate GS product lead or subject matter expert (SME) to resolve the problem. I ensured that the appropriate log entries were made expeditiously into Remedy until the problem had been resolved or the ticket priority level had been downgraded. Once the ticket had been resolved and the customer was satisfied, I either closed the ticket or recommended that the Network Management Office (NMO) or Tier II OHD personnel close the ticket. Other duties include: • Updating the System Administrative guide. • Attending DRB/IRB/GCCB/CSERB/NSG CMB to status DRs/PRS/Remedy tickets • Creating, editing, and closing DRs/PRs/Remedy tickets • Working closely with IT/IS personnel to ensure smooth transition of PRs/DRs/Remedy tickets within the database system, and that issues and concerns are resolved with expediency and efficiency • Meeting with the CM organization to status issues and concerns as it pertains to DRs/CDRs/PRs/Remedy tickets, Change Notices and CMOLs • Interfacing with GeoScout contractors to coordinate Change Notice activities • Developing and implementing SOPs for Tier III and Change Notice procedures • POC for all change notices • Issuing CN numbers to every entity requesting change notices • Drafting software CNs that modify the current operational baseline • Drafting software CNs that have the latest IAVAs. • Reviewing hardware CNs that have been drafted by the deployment team • Sending the software CN through the IRB process for approval and/or action • Coordinating with deployment, development, IT/IS, and configuration management for all baseline changes • Maintaining a spreadsheet of all submitted changes • Completing the CMOL as it pertains to the CN. • If applicable, editing the discrepancy report (DR) to include all CN information • Utilizing both Clearquest and Clearcase applications for daily activities • Drafting Preventive Maintenance Schedules (PMS) for GS equipment at various NGA facilities.

(SAI), Team Lead/Network Engineer

Start Date: 2004-03-01End Date: 2004-04-01

30Apr04

Participated in the migration, deployment, and installation of network systems in support of the FBI Trilogy Network/Desktop Modernization program. Installed and configured servers, desktops, Cisco routers, Cisco switches, and other network components at five FBI sites. Performed data transfers as well as troubleshot and resolved fiber-optic connectivity issues.

Technical Trainer/System Administrator

As a White House Communication Agency (WHCA) Technical Trainer/Instructor, I developed curriculum and provided just-in-time training on the latest technology to support worldwide communications.

As a Windows NT/2000/Solaris 8 system administrator under the old Technical Support Service contract at the NRO, my duties included the following:

• Working in a small team environment, and providing technical support service to more than 400 customers. • The development and periodic testing of software, hardware and security processes. • Implementing new users on the system and providing help desk support. • Implementing security baselines. • Performing system backups. • Installation of network operating system software, PC software, and customer-specific software. • Worked on several different operating systems (i.e. Windows NT, Windows 2000, Windows XP, and Solaris 8). • Troubleshooting system problems on the network and with individual PCs and workstations. • Providing assistance and/or guidance regarding hardware and software needs to customers.

Senior Consultant Network Analyst

Start Date: 2013-02-01End Date: 2013-07-01

06Feb13-03Jul13 As a Senior Consultant assigned to the SEIN contract supporting NGA, I was directly responsible for leading and overseeing a small team supporting NGA operations. This level of support includes Project Management, Systems Engineering, and Systems Integration in an effort to bring time back to mission.